Trust issues
Answered
HI,
I've got a pop up happening on connection to a multi server system. I don't have a clue why its occurring. Any ideas?
I can click trust and it connects ok but it just happens again on next connection. Only occurs on mobile client.
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Ok this is spreading to every server connectoing to the Cloud? Is there any support here?
This is not just me, spoken to other installers, same issue
There are either cannot verify server or server certifcate errors.
Is this a feature or a bug?
Any one know how to remove these annoying pop ups in the mobile client?
Heres a slightly different one
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Hi brett davies,
Recently we published Nx Mobile version 22.1.
This new version includes quite a few new security features.
Verification of the SSL certificate and the transfer to a more secure encryption method forces every user to approve the SSL certificate. Often you will get such notice, since most systems use a self-signed certificate, which cannot be verified.
If you check, the checkbox for Trust this server and/or Connect Anyway the notification shouldn't be present the next time you log in to the same system with the Nx Mobile app. When this is done, the app will ask you one more time to enter your password for your cloud account. Again, this is a one-time action for this system.
I have requested our team to A) create a support article about these notifications, and B) to review these texts for the upcoming release, since I understand it might be unclear for people what it means.
FYI. You can compare it to the notification you get in your browser when they ask you to trust a website. Typically, this also happens due to self-signed certificates.
Regarding;
Is there any support here?
There certainly is support here, but in case of urgent matters, it is recommended to reach out the reseller where you bought the licenses from, since they have direct access to a reseller specific support platform and this is typically the fastest route to an answer.
This community is intended for users to support other users and as a source of support for people that for some reason cannot receive support from their resellers, but answers from our team might delay a few days.
JIRA-DOC-553
JIRA-MOBILE-1507 -
HI Norman,
Thanks for the answer: A couple of things:
You are correct on how it seems to work EXCEPT, on quite a few, you have to do it every time. Checking the Trust and entering the password again doesnt seem to prevent it when logging in the next time
I have a really good, smart and responsive reseller now however the previous reseller is not an organisation either me or my clients wish to deal with again. I have standards. Its a low bar i hold but they dont even make that.
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Hi brett davies,
I assumed the customer is trying to connect the version 4.2 systems.
It is very likely that the certificate is expired and the warning message will be triggered every time.
Please request the customer to check the server certificate first and renew it if it has expired already.
If they didn't change the certificate before, means that they are still using the Nx self-signed certificate, Nx should renew it after the mediaserver service reboot.Let me know if it solves the customer's problem. Thank you.
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Hi brett davies,
1. Check your certificate info: Visit the WebAdmin of the server by HTTPS, and click the Not secure text. Choose the certificate option then you'll be able to view the
2. Renew the Certificate: If your certificate is issued by Nx Witness and has expired, you may just reboot the server service. The certificate should get renewed automatically. If it's not issued by Nx, contact your VMS administrator and asked for the renewal.
Let me know if you have further questions, thank you.
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Hi brett davies,
One addition to reduce the downtime.
You don't need to reboot the entire device, it suffices if you only restart the mediaserver service.
You can do that as follows:
To stop and start the media server, please do it as follows:
For Windows: Open the task manager, select tab ‘Services’ find the mediaserver application, right-click and select; Stop or Start
For Linux: Open the terminal (Ctrl+Alt+T) and enter the following command; sudo service networkoptix-mediaserver restart
This way, only a few seconds are spent.
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You're welcome brett davies,
I just have verified something.
In version 4.2 and before, self-certificates were created once, and that was never an issue, since there were no requirements in the Nx Mobile app and/or people restarted the mediaserver service before the certificate voids.
Since we change this behavior in the mobile app, we also arranged a mechanism in 5.0 to automatically renew the self-signed certificates, so the issue should be a one-time action in the mobile client for each system.
Thank you for your understanding. Understatement is that there is room for improvement regarding our communication about this change.
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Ok so at least for me, the client couldnt and shouldnt have to understand this. Some clients we remain managing thier systems others prefer to do it themselves and this issue has raised a lot of questions since last weekend..including the dreaded NX1's have now been forced off. Ill check it out tomlorrow and come back to you
Well as long as there is an effort to resolve and not an automatic tendency to assume the installer or the client is a complete dimwit- all is good we can all get the issues resolved.Pretty happy with the work done on the cloud activations by Michael Pasqualone - we should all be very appreciative of that and I hope it helps to resolve what is a real and present problem .
Thanks Norman
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Hi brett davies,
I hope I never gave you the impression that you are a dimwit. If so, I don't have that impression.
I don't expect from anyone that they know everything, just as I don't know everything, but that doesn't make anyone a dimwit.Sometimes we are/need to be a bit persistent to get certain information, but that is only intended to get the whole picture, preferably in a way we can reproduce it in any system.
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HI,
This isnt working. The issue has spread out to 30odd servers/installations and following the above never renews the certificate.
The certificates are all issued by Network Optix
Clients are all wondering what the hell is going on, they are getting booted out of mobile clients and its all a bit messy.
Ive tried the above instructiions on 8 different installations - it didnt work once.
Any other idea how I can get rid of this issue?
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Hi brett davies,
1. Your screenshot indicates that the certificate has expired, even though it was issued by Nx Witness.
Since the new version of Mobile client (v22.1) added the certificate validation, the warning message starts to trigger while the client tries to connect to those servers with expired certificate
2. If you cannot get the certificate renewed successfully after a service reboot, please try to remove the certificate file(cert.pem) from the server and reboot the mediaserver service again. A new valid certificate should be forced to create automatically by Nx.Let me know if you still have the problem with it. Thanks!
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Hi brett davies,
Sorry that I get confused about your current situation.
Did you mean the mobile client still gets the "Trust this server" option while connecting to the server that its certificate has been renewed? If this is a multi-server merged system, please check the certificate of each server as well.Thanks.
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Im not concerned about browsers, i dont knwo anyone who needs thier browser to work for NX.
I am however worried about the stream of questions and complaints about the certificates etc over the last 5 days. Generating the new certificate (as per wendys instructions) does not solve the mobile app issues.
Would have been nice to know in advcance that these issues were coming. For most clients this will be a bit of black magic and so its left to the installer to resolve them.
Im yet to hear an explanation with a working solution (as much as people have tried)
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Support article published about this topic:
Why am I receiving an SSL Certificate notification on Nx Mobile?
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